ABSTRACT
The Commercial and General Norwich Union was formed in 2000 through the merger of Norwich Union and the previously merged Commercial Union and General Accident. Norwich Union is the UK's largest insurance group and the world's sixth largest insurer. Over the past two hundred years, Norwich Union has continuously been able to meet challenges of a changing and competitive marketplace by developing a diverse and complex portfolio of products and services to meet their customers' needs. This case study illustrates double-loop learning in practice: first, in transforming how a team approached their customers, and team leaders developed their staff; and second, in facilitating a new e-commerce initiative. Learning achieved from the internally focused initiative was used to inform and guide the approach to achieve success in the new e-commerce marketplace. To enable the business to grow, Norwich Union identified need to develop a new information technology (IT) platform to give broader-based and integrated information access across the key business areas.
